Job Title
Customer Experience Associate (Spanish) Job Description
So, who are we? IG Group is a FTSE 100 fintech operating across five continents, serving over 1.3m customers and handling billions of dollars in transactions - built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses. The bar is high - bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next. Join us at IG - the future gets built here. What you'll do
Deliver exceptional customer service as part of IG Group's customer support team, providing digital -first support to global customer and handling a range of que ries on our products, markets and platforms. Work within a multi-national , high - performing team to deliver a n excellent customer experience w hile maintaining productivity and quality standards that exceed industry benchmarks. Key Accountabilities
Deliver digital -first support via Intercom across a range of query types Achieve high productivity and quality targets, with 80%+ CSAT scores consistently Collaborate wit h local and g lobal team members across our operations department to ensure seamless customer journeys and fast resolution Understand when to escalat to senior team members to deliver the best outcomes for customers Ensure first -time resolution wherever possible, and take full ownership of each interaction and query for the best customer outcomes Champion customer experience and advocate for process improvements Contribute to training materials and process documentation What you'll need for this role
Key Qualification Requirements
Customer Focus Genuine passion for customer service excellence Empathy and emotional intelligence in client interactions Ability to de -escalate difficult situations professionally Drive to achieve positive customer outcomes Professional Standards
Self -motivated with high personal accountability Resilient under pressure with strong time management Collaborative approach while maintaining individual productivity Continuous improvement mindset Additionally for the position apart of English, it is required either: French, Spanish, Italian or German. Technical Excellence
Strong numerical aptitude and attention to detail Analytical mindset with problem -solving orientation Ability to master complex financial products and trading concepts rapidly Digital proficiency across multiple platforms and systems Essential
Proven track record in customer service excellence Demonstrated ability to handle complex, sensitive customer issues Strong communication skills across digital and phone channels Proactive, collaborative and curious Excellent problem solving skills Fluency in English (written and verbal) Interest in financial markets and trading (experience advantageous) Desirable
Previous experience with financial products, derivatives, or trading platforms Experience working in fast -paced, target -driven environment How we work
Lead and Inspire: Drives trust, alignment, and enthusiasm Think Big: Focus on the problems that most impact commercial outcomes Champion the client: Understand and prioritise client's needs Deliver at pace: Push for fast, sustainable growth Raise the bar: Take ownership, be accountable and share feedback We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We're committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that's why we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Learn more about our D&I approach here . The Perks
Hybrid working Home office equipment reimbursement Annual financial bonus Private medical cover for you and your family/partner (Medicover) Multikafeteria system (you can choose a multisport card, vouchers, etc.) Life insurance (Generali) Employee-led LGBTQ+, Women's, Black, and Parents & Carers networks with an annual budget for organizing events & projects that foster an open, diverse, and inclusive culture Career-focused technical and leadership training in
#J-18808-Ljbffr
